Gas leak? Leave the house, don't turn on any switches or lights, and call ActewAGL's gas emergency line: 13 19 09. Then call us once you're clear of the building.
What counts as a plumbing emergency
Not every plumbing problem is an emergency. A slow-draining sink can wait until tomorrow. But some situations genuinely can't — and trying to ignore them or patch them yourself can turn a $300 repair into a $3,000 one.
Call us immediately for:
- Burst pipe with active water flow — especially in a wall cavity or under the floor
- Sewer overflow or sewage backing up into the home
- Flooding from a broken appliance connection (dishwasher, washing machine, toilet cistern)
- No hot water with young children or elderly people in the home
- Blocked toilet with no other functioning toilet in the house
- Gas smell inside the home or near appliances (see the callout above — call ActewAGL first)
- Hot water system leaking from the tank or connections — can flood quickly
Can wait until the next day:
- Single slow drain (not blocked, just sluggish)
- Dripping tap (unless causing water damage)
- Running toilet (annoying but not urgent)
- Lukewarm hot water with no kids in the home
If you're not sure which category your situation falls into, call and describe it. We'll tell you honestly whether it needs a same-evening response or can be booked for the next day.
Know where your main water shut-off valve is. In most Canberra homes, it's at the front of the property near the water meter. Turning it off immediately during a burst pipe can prevent thousands of dollars in water damage.
What to do while you wait
For burst pipes or active leaks, the actions you take in the first few minutes matter more than anything else:
- Turn off the main water shut-off valve at the front of the property (near the meter)
- For a localised leak from a washing machine or dishwasher, turn off the tap behind the appliance
- Move valuables, electronics, and documents out of the area if there's water spreading
- Turn off the hot water system at the power/gas source if it's leaking — this prevents the element burning out
- Don't try to repair copper pipes with tape — it won't hold under pressure and wastes time
Our approach to emergency work
Emergency plumbing has two stages. The first is stopping the damage — getting the water off, isolating the problem, making the home safe. The second is the actual repair. Sometimes those two things happen in the same visit. Sometimes the proper repair requires materials we need to source, and we do a reliable temporary fix first.
We'll always tell you exactly what we're doing and why. If a job needs two visits, you'll know that before we leave the first time.
All emergency work comes with Fresh Flow's 3-month workmanship warranty. If something fails because of how we fixed it, we come back and sort it at no cost.
Emergency plumbing FAQs
How quickly can you get to me in the evening?
Response time depends on what's happening that evening and your location. For genuine emergencies — active flooding, sewage backup, gas smell — we prioritise getting there as fast as possible. Call us directly and we'll give you an honest estimate.
Is emergency work more expensive?
Evening call-outs do carry a higher rate than standard daytime jobs. We'll tell you the call-out fee upfront before we come. For genuine emergencies, the cost of not acting — water damage to floors, ceilings, walls — almost always exceeds the cost of the call-out.
Can my insurer cover emergency plumbing?
Depends on your policy. Many home and contents policies cover sudden and accidental water damage, including emergency plumber call-outs. Keep your invoice and photos of the damage — your insurer will need them. We can provide a detailed invoice and scope of works description if you're making a claim.
I'm a renter — who do I call?
For genuine emergencies, call your landlord or property manager first. If you can't reach them and the situation is causing damage or making the home unliveable, you can arrange urgent repairs yourself in the ACT and recover the cost from the landlord — provided you've made reasonable attempts to contact them and keep all documentation. We can provide a detailed invoice for this purpose.
Other plumbing services
High-pressure jetting and CCTV inspection across Canberra.
Repairs, replacement, and new installations.
Licensed gasfitter for appliances, leaks, and compliance certificates.
View the full list of plumbing services Fresh Flow covers.